My experience with upgrading X class tickets is this. You really have to pressure them, which is really unfortunate since it doesn’t seem like the agents have the right information. I got 2 X class upgrades to clear (YYZ-YVR and YVR-YYZ both to PY) but spent a lot of time on the phone. I had one agent and supervisor who were especially egregious in their lack of apology. I found it quite funny though because my upgrade cleared while the agent was telling me it wasn’t possible to upgrade .